Career Category

Job Description

At Amgen, our mission is simple: to serve patients. As part of the Amgen Capability Center Portugal (ACCP) focusing on Digital Workplace Experience (DWX) and Infrastructure service, the Workplace Services team is responsible for the design, development, delivery, and life cycle of Amgen’s communications, collaboration, and computer technologies. The team consists of cross-disciplinary IS professionals who understand how to deliver services that span both infrastructure and applications.

The Amgen Capability Center Portugal will be temporarily located at the Maleo – Saldanha, Av. da República 18, 1050-191 Lisbon. We’re already gearing up to have our brand-new permanent office ready in the vibrant city center of Lisbon by the spring of 2022.

IS Technical Analyst

LIVE
What you will do

A Technical Analyst supports Amgen tool sets, interacting with users of at the ACCP, global functional areas, and managed service partners. The Technical Analyst will be responsible for technical oversight of technologies that support the business. The Analyst will manage customer expectations, perform the hands-on technical content development work, deliver readiness training, speak at employee training events and be an Amgen evangelist/champion by providing “fit-for-purpose” technology solutions to the business functions.

Key Activities for the Technical and End User Services Analyst include:

• Responsible for technology advancement within Amgen ACCP via frequent interactions, demos, and understanding of core business functions;
• Be responsible for End User Services (EUS) for the ACCP, providing escalation management for issues, ensuring these are dealt with according to DWX governance model;
• Responsible for interactions with Amgen’s Information Security, Identity and Access Management, Records and Information Management teams to ensure solutions are scalable, secure, and optimized to protect Amgen’s information;
• Responsible for User Experience of end user technology, ensuring local requirements are articulated to global delivery teams, be involved in testing and rollout of services;
• Collaborate with run Managed Service Provider to ensure SLA’s are being achieved for services;
• Responsible for coordinating Major Incident Management activities for issues impacting End User services in the above countries and areas;
• Responsible for management of Local Country Agreements specific to the ACCP and areas (telephony, mobile), identify needs, opportunities for savings, etc.;
• Engage the business to understand their business requirements and current processes, and helping find ways to improve processes using Services within the Workplace Services portfolio;
• Constantly assess new technology capabilities as they present themselves in the market;
• Responsible for local IS procurement, ensuring global technology standards are adhered to;
• Working closely with Operations/Run team to troubleshoot problems, assist in deployment activities;
• Support the broader region (EMEA) in support of key IS-DWX project delivery. Working closely with the global project teams and SME’s;

WIN

What we expect of you

Basic Qualifications

Master’s degree and 3 years of Information Systems experience

OR

Bachelor’s degree and 5 years of Information Systems experience

OR

Associate’s degree and 10 years of Information Systems experience

OR

High school diploma/GED and 12 years of Information Systems experience

Preferred Qualifications

• Relevant Experience working in a multinational organization utilizing a range of innovative IT infrastructure;

• Proven ability to move products from Demo and Proof of Concept to Pilot and Production quickly;

• Strong background delivering emerging technologies, mitigating risk and delivering innovation;

• Excellent English communications skills - both written and spoken.

• Ability to translate strategic opportunities and emerging technology solutions into tangible pragmatic executable plans;

• Hands on experience with Office 365, SharePoint Online and other Cloud Enterprise Solutions;

• Strong skills in an ITSM (Information Technology Service Management) platform for Incident / Asset Management and Service Requests;

• Excellent written and verbal communications skills in translating technical issues into business-language at various levels;

• Collaborative working with Enterprise Architecture group and implementation partners in defining solution specifications;

• Strong time and task management skills to estimate and successfully meet project timeline with ability to bring consistency and quality assurance across various project;

• Ability to learn new technologies, and be able to work and deliver high quality in a high pressure, fast paced environment;

• Excellent documentation and writing skills to ensure compliance with policy;

• Able to work independently and provide recommendations on strategies for meeting client needs within the portal, collaboration, and enterprise social domains and bring creative problem solving and issue resolution skills.

THRIVE

What can you expect of us
As we work to develop treatments that take care of others, so we work to care for our teammates’ professional and personal growth and well-being.

• Vast opportunities to learn, develop, and move up and across our global organization.
• Diverse and inclusive community of belonging, where colleagues are empowered to bring ideas to the table, take risks, and act.
• Generous Amgen Total Rewards Plan comprising healthcare, finance, wealth and career benefits.
• Flexible work arrangements.

APPLY NOW

FOR A CAREER THAT DEFIES IMAGINATION
In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.
CAREERS.AMGEN.COM

EQUAL OPPORTUNITY STATEMENT
Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.